Manager-Patient

Position: Manager-Patient Experience
About QI Spine
QI Spine is a specialized spine-care organisation focused on delivering evidence-based, patient-centric spine care through a network of clinics.

As we scale our clinic network, we are looking for a  Patient Experience Manager  who can build and institutionalize a consistent, high-quality patient experience across every touchpoint of the patient's journey.

Role Purpose
The Patient Experience Manager will own and drive the  end-to-end patient experience across QI Spine clinics  — from the first interaction and appointment through consultation, treatment journey, follow-ups and post-treatment engagement.

The role will be responsible for identifying experience gaps, strengthening service standards, driving timely resolution of patient concerns, and partnering with Clinic Operations, Doctors, Patient Counsellors and other teams to continuously improve patient satisfaction and loyalty.

The ideal candidate should be  highly execution-oriented, data-driven and comfortable working across multiple stakeholders and clinics.

Key Responsibilities
1. Own the Patient Journey
Map and continuously improve the end-to-end patient journey across QI Spine clinics.
Identify critical patient touchpoints and define the expected experience at each stage.
Monitor key experience parameters such as appointment experience, waiting time, communication, consultation coordination, treatment coordination and follow-up.
Identify friction points and work with Operations to implement corrective actions.
Ensure that patient experience standards are consistently followed across clinics.

2. Patient Feedback, NPS & CSAT
Own the overall patient feedback mechanism across clinics.
Drive  NPS, CSAT and Voice of Customer (VOC)  programs.
Analyse patient feedback to identify recurring themes, service gaps and clinic-level trends.
Create clinic-wise and function-wise experience dashboards.
Translate patient feedback into actionable improvement plans.
Track improvement in patient experience metrics over time.

3. Complaint & Escalation Management
Act as the escalation point for critical or unresolved patient concerns.
Establish a structured complaint management and closure process.
Ensure complaints are acknowledged, investigated and resolved within defined TATs.
Coordinate with Clinic Operations, Doctors, Patient Counsellors and other stakeholders for resolution.
Drive service recovery wherever required.
Conduct  Root Cause Analysis (RCA)  for recurring complaints and implement corrective/preventive actions.
Track repeat complaints and ensure sustainable resolution rather than one-time closure.

4. Clinic Experience Audits
Conduct regular patient-experience audits across QI Spine clinics.
Evaluate adherence to patient experience SOPs and service standards.
Assess key areas such as:
Patient greeting and communication
Waiting-time management
Patient counselling
Clinic environment
Coordination between teams
Doctor interaction experience
Follow-up communication
Complaint handling
Patient exit experience
Share audit findings with relevant stakeholders and track closure of action items.

5. Service Standards & SOPs
Develop and standardise patient experience SOPs across clinics.
Define service standards for different patient touchpoints.
Create guidelines for patient communication, escalation handling and service recovery.
Partner with Operations and L&D to ensure teams are trained on the required standards.
Conduct periodic audits to ensure SOP adherence.

6. Cross-functional Stakeholder Management
Work closely with:
Clinic Operations
Doctors / Clinical Teams
Patient Counsellors
Central Operations
Training & L&D
Marketing / CRM
Quality / Process teams
Leadership

to identify and resolve patient experience gaps.

The role should be able to  influence stakeholders without relying solely on hierarchy  and drive closure of issues within agreed timelines.

7. Data & Experience Analytics
Build and maintain a central patient experience dashboard.
Track metrics such as:
NPS
CSAT
Complaint volume
Complaint resolution TAT
Escalation rate
Repeat complaints
Feedback closure %
Waiting time
Patient drop-offs / experience-related leakage
Clinic-wise experience scores
Identify trends and provide actionable insights to leadership.
Use data to prioritise experience improvement initiatives.

8. Patient Experience Improvement Projects
Identify opportunities to improve patient satisfaction and retention.
Lead cross-functional improvement projects based on patient feedback and operational data.
Benchmark patient experience practices within healthcare and…